Contact Center Back Office Team Leader for Volton overseeing the coordination of escalated customer cases and ensuring effective resolution. Leading a team to enhance customer experience.
About the role
- Overseeing call center and software licensing operations at Wind River. Managing support team, handling licensing matters, and optimizing support infrastructure.
Responsibilities
- Oversee support operations and manage the call center team.
- Handle licensing matters and ensure seamless functioning of internal support websites.
- Recruit, select, hire, and train personnel for the call center and licensing team.
- Propose and implement plans to improve support platforms and tools.
- Collect and analyze call agents' data using CRM for performance reports.
- Assist in resolving challenging customer service issues.
- Monitor team performance and provide necessary tools for enhancement.
- Present monthly and annual action plans and objectives to stakeholders.
Requirements
- Proven experience in managing call center and software licensing operations.
- About 5 year’s experience is desired.
- Desirable, familiarity with Salesforce CRM, Agentforce and Coveo for optimizing customer interactions.
- Understanding of chatbot technologies and their integration into customer service processes.
- Ability to work effectively with a diverse group of individuals with varying levels of technological knowledge.
- Basic knowledge of web development to facilitate internal support website maintenance.
- Strong leadership skills and the ability to recruit, train, and manage a high-performing team.
- Exceptional analytical and problem-solving skills for data analysis and performance evaluation.
- A proactive attitude towards addressing challenges and improving processes.
Benefits
- Flexible home office!
- Named Top Workplace for the 8th year in a row
- 100% Employee covered Medical, Dental, and Vision insurance*
- Flexible Time Off policy* + 12 observed Holidays
- 401K with company match
- Health Savings Account (HSA) and Flexible Spending Account (FSA)
- Wellness Benefits through Unmind
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